HCMx Radio: The Best Use of Blended Learning

Call centers typically have high turnover, therefore quick and effective onboarding programs are crucial to help new employees operate effectively and efficiently as quickly as possible.

Our 2015 Training Study showed that the most effective approach is a blended learning program that utilizes on-the-job exercises, coaching and mentoring, informal and peer-to-peer learning, in addition to instructor-led classroom and ELearning.

PSCU, a leading provider of traditional and online financial services to credit unions nationwide, had been using a lengthy instructor-led onboarding program that was inconsistent and was not yielding desired results. So the company transitioned its onboarding to an eight-day blended learning program that teaches new call-center hires how to effectively and efficiently service credit union members’ calls.

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